Service Desk/Desktop Support Technician

ViziRecruiter,LLC.; Urbandale (IA); On-site; USD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Desktop Support Technician, where you'll play a crucial role in providing hands-on technical support to both office and field staff. This dynamic position offers the chance to resolve first-level technical issues and enhance user experiences across regional operations. With a focus on customer service and a collaborative IT Service Desk team, you'll be part of an environment that encourages growth and innovation. If you have a can-do attitude and a passion for technology, this opportunity is perfect for you!

Qualifications

• 1-2 years of experience in a technical support or IT help desk role.
• Proficient in Microsoft 365, Windows OS, and basic endpoint troubleshooting.

Responsibilities

• Serve as the first point of contact for IT support, assisting end users.
• Troubleshoot and resolve issues related to Windows workstations and Microsoft 365.

Skills

Technical Support

Microsoft 365

Windows OS

Customer Service

Troubleshooting

Education

Associate Degree in IT

Tools

Freshservice

ServiceNow

Job description

Introduction

Be part of the team that drives our company forward, transforming ideas into real-world tools and platforms that support the business and spur innovation.

Overview

Connection has a fantastic opportunity through our Technical Staffing division for a Desktop Support Technician in Urbandale, IA. This is an onsite opportunity. The opportunity is based on a contract to hire model offering great benefits.

We are looking for a motivated and customer-orientedDesktop Support Technician (Level 1)to join our IT Service Desk team. This role provides hands-on technical support for both office and field staff across our regional operations. The ideal candidate will have a can-do attitude, excellent interpersonal skills, and the ability to resolve first-level technical issues efficiently in a dynamic environment.

Responsibilities

• Serve as the first point of contact for IT support, providing timely and professional assistance to end users.
• Troubleshoot and resolve issues related to Windows workstations, Microsoft 365 applications, network connectivity, printers, and mobile devices.
• Fulfill service requests including onboarding new users, setting up workstations, installing software, and supporting peripheral devices.
• Manage and resolve tickets assigned via round-robin queue, ensuring adherence to defined SLAs.
• Accurately document issues, resolution steps, and contribute to the knowledge base to support ongoing improvements.
• Escalate unresolved or complex technical issues to Level 2 or engineering teams as necessary.
• Participate in scheduled after-hours support rotation when needed.

Requirements

• 1–2 years of experience in a technical support or IT help desk role.
• Familiarity with IT ticketing systems such as Freshservice, ServiceNow, or similar platforms.
• Proficient in Microsoft 365, Windows OS, and basic endpoint troubleshooting.
• Strong communication and interpersonal skills with a customer-first mindset.
• Ability to prioritize tasks and work independently in a fast-paced setting.
• Associate degree in an IT-related field or equivalent hands-on experience.
• Positive attitude, reliability, and a willingness to learn and grow within the role.